Service Delivery Manager or Customer Service Manager or Project

EARL WAYNE BELL 607 Hillsong * San Antonio, Texas 78258 210.508.3195 * [email protected] MANAGER: Intensive Support & Customer Care Expert support and customer care manager with more than 10 years of management experience and 20 total years accelerating new client acquisition and retention, promoting operational and employee excellence, and providing unparalleled customer support. Coordinate all stages of project lifecycle development, from contract negotiation to product design and delivery. Expertise in devising highly creative advanced technological solutions to boost procedural efficiency, reduce costs, and address individual client needs. Superior ability to inspire optimal team performance through outstanding leadership and mentoring skills. Stellar interpersonal skills to cultivate highly profitable relationships with key clientele, vendors, and partner corporations. Information Technology * Project Lifecycle Management * Contract Negotiations * Budgeting & Scheduling Process Reengineering * Multisite Management * Vendor Relations * Talent Recruiting/Retention * Mentoring Cost Reduction * Technological Innovation * Cross-Functional Team Leadership * Business Model Development Customer Acquisition/Retention * Continuous Improvement * Customer Care * Technical Support * Profitability Problem Solving * Market Analysis * Product & Process Education * Employee Development & Evaluation PROFESSIONAL EXPERIENCE COLDWELL BANKER D'ANN HARPER, REALTORS, San Antonio, Texas Brokerage firm with 300+ agents and employees specializing in residential sales and property management. REALTOR * 2007-Present Target and retain new clients. Assess needs of buyer clients and facilitate property acquisition. Assist seller clients in capturing home buyers in minimal time and at optimal profit. Oversee contract negotiations at all stages, from application to post-close. Administer all facets of the home buying and home selling process including inspection, title policy, mortgage development, addenda and amendments, and market analysis. Key Contributions: * Awarded President's Circle recognition, Top 25 Team in San Antonio INTERNATIONAL BUSINESS MACHINES CORPORATION (IBM) Information technology leader with 300K+ employees worldwide providing hardware, software, and IT services. Service Delivery Manager (San Antonio, Texas) * 2002-2007

Supervised team of 34 Systems Support Representatives in providing superlative technical support. Prospected and retained new clients. Maximized customer satisfaction through client needs assessment. Devised and implemented technological innovations and procedural enhancements to promote market place strategies. Ensured quality/consistency through ongoing operations evaluation and improvement. Orchestrated project scheduling to bolster productivity. Coordinated cross-functional teams to optimize efficiency and reduce costs. Administered technical budget and profit plans. Recruited and trained new talent. Fostered workforce excellence through mentoring and leadership. Provided around-the-clock assistance to representatives and clients. Key Contributions: * Boosted Maintenance Revenue sales 7% to $7M per year for 5 consecutive years. * Spiked profitability by 17.3%. * Generated $2.5M in Additional Services revenue, surpassing goal by $1.1M. * Partnered with Sales and Third Party Marketing teams to accelerate profit growth and client acquisition. * Achieved 92.5 customer satisfaction rating, the highest in the Rocky Mountain Service office. * Rescued servicing of a Major National Retailer's Point of Sale from competitor. * Administered workforce diversity and Affirmative Action Program goals. Advisory Project Manager/Executive Staff (Denver, Colorado) * 1999-2002 Collaborated with Service Delivery Executive in directing daily operations for Rocky Mountain Service office. Served as liaison to Service Delivery managers in 4 states. Conducted market analysis, defined market change, and executed new business models accordingly. Partnered with project managers to facilitate client implementation of new projects/processes. Accelerated revenue growth through strategic prospecting, product improvement, and process optimization. Evaluated employee performance. Provided point of contact between staff and executives. Spurred customer satisfaction through needs assessment and strategic innovation. Key Contributions: * Received multiple Suggestion Awards for procedural and quality improvements. * Orchestrated Y2K assessment and preparation activities, including defining emergency procedures and administering Y2K outpost for all clients within 200 mile radius. Team Lead / Top Gun (Denver & Colorado Springs, Colorado) * 1995-1999 Partnered with first-line managers in supervising day-to-day operations of Midrange Service Delivery teams for Denver and Colorado Springs locations. Provided around-the-clock support for platform service representatives. Participated in in-depth training programs

and travelled extensively to disseminate knowledge of new technologies and procedures. Collaborated with managers in assessing team and individual performance according to new procedural/product enhancements. Key Contributions: * Earned ISO 9000/1 certification through implementation of Six Sigma practices. * Achieved status of Top Gun, highest level of local support for Midrange IBM Hardware. Additional Positions with IBM (details on request): Customer Engineer Cultivated expertise in diverse company products and business systems. Received multiple IBM Means Service Awards for exceptional customer service and support. Operational Support Specialist Developed and launched IT infrastructure and wiring and cabling for IT/telephony. Doubled revenues and achieved #1 technical performance rating in Rocky Mountain Service office. Computer Operator Administered mainframe operations and Input/Output, including Print Shop, Tape, and DASD libraries for IBM's RETAIN operations center. EDUCATION & DEVELOPMENT Building Industries Consulting Services International (BICSI) certification Negotiation Specialist certification University of Northern Colorado, Greeley, Colorado Business Studies Computer Operations & Programming courses Management, Training, and Sales courses, IBM Alamo Institute Real Estate Licensure courses: Real Estate Principals * Law of Contracts Law of Agency * Real Estate Law